I'd like to hear how others have implemented self service. What things have you automated to allow users or Help Desks or roving technicians to get the information they need without having to engage an engineer or an analyst?
We're considering:
- looking up the port assignment for a legacy or analog endpoint
- get a list of available digital/analog ports
- lookup agent ID and/or extension number by name
- change PIN assigned to a phone or agent ID
We're not as interested in feature button changes for phones. We expect requests and results to be delivered in a slack channel that's monitored by the automation. This is an effort to buy back analyst/engineer hours spent on rote repeatable stuff.
Thanks
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Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle
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